Vonage Promises to Simplify the Agent Experience with an “Intelligent” Contact Center Workplace

The AI-powered tool will deliver “seamless” experiences across every channel

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Published: October 17, 2024

Rhys Fisher

Vonage has launched a new agent workspace for its CCaaS platform.

The Vonage Contact Center (VCC) Intelligent Workspace will allow agents to more seamlessly transition across multiple channels and systems during customer service interactions.

As a result, they can toggle between various tabs and screens, saving time and allowing agents to place their full focus on the customer.

Alongside these usability upgrades, Vonage customers may benefit from the AI embedded into the new UI.

Indeed, it will help provide native, step-by-step guidance throughout the entirety of the service experience.

Yet, Reggie Scales, Head of Applications for Vonage, emphasized the importance of providing agents with a tool that can flit seamlessly between video and various digital channels. He noted:

In an increasingly digital world, AI is crucial to delivering these kinds of enhanced experiences across all modes of communication.

“By providing our customers with a fully integrated contact center platform, as well as the APIs to layer AI-infused capabilities across every customer touchpoint, VCC Intelligent Workspace offers the simplicity of a single-vendor, integrated solution, that is fully extensible and easy to implement for businesses of all sizes.”

In his comment, Scales touches on some of the additional features included within the Workspace, including the various APIs available to pull third-party apps into the desktop. Vonage excels in delivering these APIs, thanks to its CPaaS specialism.

Yet, in bringing this all together, the company believes it will help to deliver superior engagement alongside “better business outcomes and long-lasting customer loyalty.”

Let’s take a closer look at some of the other capabilities that Vonage claims separate its offering from the crowd.

VCC Differentiators

Described by Vonage as a “key differentiator”, the VCC’s multi-modal workspace allows different agent experiences to coexist within the same platform.

So, no matter if some agents are dipping into a third-party solution – such as the CRM solution – to complete a customer interaction, Vonage can scrape the same AI insights from every conversation.

Another major advantage outlined by the company is the ability of the VCC to “seamlessly” integrate with Vonage Business Communications (VBC) in a unified solution called Vonage Fusion.

Vonage believes that this integration enhances the user experience by connecting back-office employees with customer interactions and enabling subject matter experts (SMEs) to take control of the conversation.

There is also built-in interoperability for organizations using Microsoft Teams for their UC offering, with the Workspace providing real-time contact and presence synchronization, helping agents quickly find the right expert to assist customers.

In discussing Vonage’s latest innovation, Robin GareissCEO of CX research and analysis specialists, Metrigy – commended the company’s use of AI:

“VCC Intelligent Workspace incorporates all of the key agent requirements for AI assistance and insights and then integrates them into key CRM and business apps across any interaction channel or platform.

CX leaders can use VCC to improve both proactive and inbound interactions with AI infused throughout.

More News from Vonage

In September, Vonage announced that it had teamed up with SAP to develop next-generation communication and network APIs for enterprises.

The collaboration involves integrating Vonage’s CPaaS network APIs – including Quality-on-Demand, Number Verification, and Device Location – with SAP’s Business Technology Platform (BTP).

One of the key aims of the partnerships is to drive innovation with technologies like generative AI (GenAI) and immersive services.

Elsewhere, earlier this summer, Vonage revealed plans to launch AI-powered SIP capabilities for its SIP Trunking customers, with a view to simplifying the process with AI voice solutions accessible through pre-built and low-code/no-code applications.

Available via the Vonage dashboard, these features will allow developers and enterprises to easily deploy SIP trunks globally.

Vonage expects the new capabilities to enhance customer engagement and enable more personalized and informed voice interactions.

 

Artificial IntelligenceCCaaS

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